IT Support Analyst I

About eShipping

eShipping is a logistics and transportation management company headquartered in Kansas City, MO. We strive to provide best-in-class service to our customers through comprehensive logistics solutions that span domestic and international transportation management, warehousing, distribution, technology, business intelligence, and financial services. At our core, we are a people-development company and operate under a service-oriented mission and set of core values that inspire every business decision and every daily interaction. If you're interested in joining this special team or learning more about our growing company visit https://eshipping.biz/. 

Position Summary

The primary role of the IT Support Analyst I is to provide IT asset support, including software and hardware, to clients within the service desk environment. Daily tasks include configuring and repairing laptops, adding and removing user accounts to the various company systems, organizing equipment, taking inventory, updating management systems with regular audits of users, licenses, and equipment. The IT Support Analyst I will also provide technical support to clients of the service desk. The IT Support Analyst I may be required to participate in special projects and will take direction from senior management in pursuit of strategic goals of the IT Services and Infrastructure team. Applicants should have a strong interest in computing technologies and be self-motivated and enjoy working with others. The IT Support Analyst I will receive either formal or informal training for any skills required which are not initially present to perform the duties required of the position.

Essential Duties and Responsibilities

Duties include but are not limited to the following:

• Responding to customer requests for IT support with excellent communication skills via phone, email, or ticketing system.

• Follow up on outstanding requests and ensure timely resolution

• Create/Modify accounts, configure software and hardware as part of on-boarding, transfer, and off-boarding processes

• Support audio and video equipment in conference rooms

• Phone system technical support

• Manage and monitor assets to ensure accurate inventory records and computing performance levels are optimal

• Advanced troubleshooting and multi-tasking skills

• Basic Laptop, PC and Server Hardware repairs, upgrades, and maintenance

• Ensure proper recording, documentation, and closure of support requests and technical issues

• Monitoring and support of eShipping software and hardware solutions

• Perform audits of various systems to ensure licensing compliance and cost management

• Participation in testing and deployment of software and hardware systems

• Work in a highly performant and collaborative team environment

• Pursue ongoing training in both technical and professional skills

• Any related duties required by management in support of business goals

• Support satellite locations and assets with Remote support tools

• Maintain a clean and organized work space

• Must be available for occasional Service Desk on-call afterhours and potential weekend hours for project work

Required Skills and Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Ability to work independently while balancing appropriate collaboration with leadership oversight.

• 0 – 2 years of experience in pc maintenance and troubleshooting

• 1 – 3 years of experience in software application maintenance and troubleshooting

• Demonstrated ability to work through specified processes of issue reporting, resolution and communication

• Regular interaction with incident ticket queue and solid communication of issue status to team members, management and outside stakeholders

• Strong self-motivation to work independently and able to work cohesively with team members

• Able to conduct positive and respectful behavior in a business environment

Minimum Education and Experience

• High School Degree or equivalent

• Proven working experience in providing help desk support

• A+, Network+, Server+ or MCP Certifications

• Network troubleshooting concepts and processes

• Microsoft Office 365 products support (Excel, Word, Outlook, etc.)

Physical Demands and Work Environment

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This description reflects management’s assignment of essential functions; it does not proscribe or restrict the tasks that may be assigned.

• Physical Demands: While performing the duties of this job, the employee is regularly required to remain in a stationary position for at least 50% of the time. The employee needs to occasionally move about inside the office to access file cabinets, office machinery, etc. The general level of physical activity would be defined as sedentary. The employee is regularly required to operate a computer and other office productivity machinery, such as a calculator, telephone, copy machine, and printer. Some movements of the hands, arms, and wrists may involve repetitive motions. Specific vision abilities required by this job include the ability to detect, determine, perceive, identify, recognize, judge, observe, inspect, estimate, and assess various activities and surroundings.

• Cognitive/Mental Requirements: While performing the duties of this job, the employee is regularly required to comprehend and use basic language, either written or spoken, to communicate simple and complex information, ideas, and information. The employee is also required to use logic to define problems, collect information, establish facts, draw valid conclusions, interpret information, and deal with abstract variables for unique or unfamiliar situations. The employee must use problem-solving skills to formulate and apply appropriate courses of action for routine or familiar situations. The employee may be required to perform numerical operations including basic counting, adding, subtracting, multiplying, and dividing or more complex quantitative calculations.

• Work Environment: While performing the duties of this job, the employee is inside a central heat and air-conditioned office building. The noise level in the work environment is minimal.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of an employee. Duties, responsibilities, and activities may change at any time with or without notice.

eShipping LLC is an equal opportunity employer.